Customer Service Advisor - Full Time (on-site) & Permanent

Join Zempler Bank's Customer Service Team – Support our bank by providing our customers a first-class service within a supportive environment; very competitive salary & benefits on offer, apply today!

Are you looking for a stable, long-term career opportunity where you can make a real difference delivering first-class customer service?

Zempler Bank is proud to offer a rewarding position as a Customer Service Advisor working in our vibrant & friendly Liverpool Operations team. Within this crucial 1st line customer centric role, you’ll be a dedicated professional delivering service excellence to our customers, across a variety of product ranges.

Who We Are

Zempler Bank is ranked 54th in the ‘2025 Best Large Companies to Work For in the UK’ as well as a top 25 Financial Service Company (from “Best Companies” survey). Since 2004, we’ve been making money simpler for businesses across the UK.

The Role

Based on a permanent & fully on-site basis at the impressive “Spine” building in Liverpool (L7), the Customer Service Advisor will focus first-touch resolution within an inbound call handling capacity.

After the initial 6-week full-time & fully paid training period, the Customer Service Advisor will handle a variety of service-based requests, challenges, and issues our customers face related to their day-to-day banking needs, as well as providing support for our most vulnerable customers to ensure everyone gets the right & fair outcome.

This Customer Service Advisor job will provide a strong platform for an empathetic and dedicated professional to “see beneath the bonnet” of a digital bank, in a stable and supportive environment as well as providing the potential for good learning & career development prospects in the future.

The varied shift pattern will be Monday to Friday (8am to 6pm) with 1 in 4 Saturday’s (8am to 4pm). Please note, this is a fully on-site position without the option of hybrid working at the current time.

Key Responsibilities

• Customer Experience: Provide excellent service, including for our most vulnerable customers, by resolving queries at the first point of contact.

• Complaint Resolution: Address and resolve customer challenges & complaints with empathy, professionalism and proactiveness.

• Product Knowledge: Demonstrate effective knowledge of Zempler Bank's products and services.

• Problem Solving: Investigate solutions through various systems and platforms, ensuring accurate responses within agreed Service-Level-Agreements (SLAs).

• Documentation: Maintain clear and accurate notes on our systems for each customer interaction.

• Process Improvement: Identify and suggest improvements to enhance customer outcomes.

What We're Looking For

• Empathy and Resilience: A customer-centric focus with a positive, committed attitude.

• Communication Skills: Excellent written and verbal communication, with a collaborative approach.

• Adaptability: Ability to work independently and as part of a team.

• Technical Proficiency: Strong working knowledge of Microsoft Office and adept at using multiple applications simultaneously.

• Enthusiasm for Learning: A keen interest in personal and career development.

In Return You’ll Enjoy

• Competitive basic salary.

• Additional cash benefit allowance representing 7.5% of your annual salary.

• 26 days’ holiday, increasing each year of service to 33 days.

• Option to buy and sell up to 5 days of holiday each year.

• 4 x Life Assurance.

• Pension salary sacrifice.

• LinkedIn Learning license.

• Family-friendly policies.

• Regular social activities and team events.

• Charity Volunteering Day.

• Free drinks and snacks in the office.

Zempler Bank is an equal opportunity employer. Individuals seeking employment are considered without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

Please note - All offers of employment at Zempler Bank are subject to satisfactory right-to-work verification in accordance with UK Home Office requirements. We welcome applications from candidates of all backgrounds and nationalities. Of further note, the role of the Customer Service Advisor with us at Zempler Bank does not meet the salary and skill level requirements of the UK Skilled Worker visa route, so we are unable to offer employer sponsorship for this position. We warmly welcome applications from candidates who already have the right to work in the UK without employer sponsorship. This includes (but is not limited to) British and Irish citizens, those with settled or pre-settled status, and holders of Graduate, High Potential Individual, Youth Mobility or Dependant visas.

Proud member of the Disability Confident employer scheme

Disability Confident

About Disability Confident

A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident .